ServiceNow CSM Analyst-Developer (K10152)

About the Position

We are seeking a ServiceNow CSM Analyst-Developer (K10152) to implement business requirements on the platform, focusing on standard functionalities to stay close to out-of-the-box solutions.

Responsibilities

• Develop and implement CSM solutions based on business requirements.
• Maximize the use of standard functionalities and best practices of CSM (OOTB-first) while minimizing customization.
• Ensure quality, performance, maintainability, and upgradeability of delivered solutions.
• Contribute to a smooth delivery and release process, from go-live to aftercare, and share knowledge within the internal ServiceNow team.

Requirements

• Education & Experience

  • Bachelor in ICT or equivalent experience.
  • At least 7 years of experience with ServiceNow implementation and configuration, with proven hands-on experience with the CSM module.

• Functional & Technical Competencies

  • Thorough knowledge of the standard functionalities and data model of the CSM module.
  • Strong configuration skills with an OOTB-first, best-practice-driven approach.
  • Scripting skills (JavaScript/GlideScript, Business Rules, Client Scripts, Script Includes, ACLs) for targeted extensions.
  • Experience with Flow Designer and/or UI Builder.
  • Experience with integrations (REST/SOAP, IntegrationHub) is a strong asset. Familiar with Agile/Scrum methodologies.

• Soft Skills

  • Pragmatic, solution-oriented, and quality-conscious.
  • Good communication skills towards business and IT.
  • Ability to work independently and critically evaluate customization.

• Languages

  • Fluent in Dutch or French (one as a native language, the other at least very good). Good knowledge of English.

Nice to Have

• Certification: ServiceNow Certified System Administrator (CSA) and CIS-CSM.
• Experience within the federal government is a strong plus.
• Experience with other ServiceNow modules (ITSM, HRSD).
• Experience with Virtual Agent, Employee Center, or Service Portal.

We Offer

• Full-time position with the possibility of extension upon positive evaluation.

About the Company

The FAVV uses ServiceNow as its Enterprise Service Management (ESM) platform. The ITSM, HRSD, and CSM modules are operational and are intensively used by various departments within the organization.

For the further development of the Customer Service Management (CSM) module, we are looking for a ServiceNow CSM Analyst-Developer who implements the predefined business requirements on the platform, with a consistent focus on using the standard functionalities of CSM to stay as close as possible to out-of-the-box (OOTB).

As a ServiceNow CSM Analyst-Developer, you will be responsible for the development and implementation of solutions within the Customer Service Management (CSM) module. Together with the CSM Architect and the business analyst, you will be part of a team of three that ensures the delivery of CSM 2.0.

You will translate the requested business requirements into working configurations and developments on the platform, ensuring a high-quality and maintainable delivery. You will do so with a pronounced technical approach, with a strong focus on using the standard capabilities and best practices of CSM to stay as close as possible to out-of-the-box (OOTB). Thus, you will contribute to a scalable, performant, and upgradable platform.